Customer Support Team
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Recent activity by Customer Support Team
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Where to see Winter Illuminations in Japan
Winter light displays have become extremely popular in Japan during the Christmas and New Year period. Most of them run between November and December, but some displays are longer. We recommend alw...
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Pocket Wifi - Product unavailable / out of stock
On rare occasions it’s possible that you may not be able to select the desired start date for your pocket wifi rental. If you find that the dates you are trying to reserve are blocked on the calen...
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My Pocket Wifi is not working
We’re so sorry if your pocket wifi isn’t working as expected. If the battery isn’t charging, please first try using another USB cable, if you have one of your own that would be compatible. If t...
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Houses - How to book or cancel
House reservations can be made online, by email, or by phone, if you would like more details before booking. Otherwise, visit the page of the house or apartment that interests you. You'll be able t...
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I want to make a booking using a credit note
Any credit notes held by our customers have expired as of September 30th, 2023 We are extremely sorry if you missed this deadline, but any remaining credit can no longer be redeemed or refunded. ...
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What are the transfer options from Kansai Airport?
For your trip to Japan, instead of landing in Tokyo, you may have chosen to start your trip near Osaka or Kyoto, at Kansai International Airport (KIX). Haruka Express Train: Access to a number of...
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Can I use the SIM card outside of Japan?
Unfortunately, you can only use our SIM card while you are in Japan. Also note that the SIM can only be activated after you have arrived in Japan.
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Can I have an early check-in or late check-out?
The possibility of an early check-in or late check-out heavily depends on our house cleaning team's schedule, so we cannot guarantee being able to accommodate such requests. If you want to check ...
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What are the cancellation terms for train tickets?
You can cancel your train ticket order with us up to 3 working days before the train departure date, as long as you have not yet scanned your QR code or taken the train. You will be charged a 15%...
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Do I need to reserve a seat on the train? How can I make a seat reservation?
DO ALL TRAINS HAVE RESERVED SEATS?Often, trains have some cars dedicated to reserved seats ('shitei-seki'), whilst others are dedicated to unreserved seats ('jiyu-seki'). This is the case for Shink...
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